SAP Knowledge Base Article - Public

3266514 - Agent Desktop: Unable to save MindTouch Knowledge Base Configuration (Save button is grayed out)


  • You are using the Agent Desktop add-on
  • You perform a search in the Knowledge Base tab but get the following error (Connection Failed)
  • To fix the above connection error, you will need to configure the Knowledge Base Widget, but you are not able to save the changes

    Image/Data is from SAP internal systems, sample data, or demo systems.  Any resemblance to real data is purely coincidental.


  • SAP Cloud for Customer
  • SAP Cloud for Sales
  • MindTouch

Reproducing the Issue

  1. Go to Administrator -> Service and Social
  2. Navigate to "Configure Knowledge Base Widget"
  3. Select MINDTOUCH under Knowledgebase Providers
  4. Enter the required information


  • Missing configuration
  • All fields should be filled


  • Ensure that all fields are properly filled
  • This includes the Path prefix to show trending articles (this is a new mandatory field)
    • Site URL - API URL
    • Path prefix to show trending articles:
      • This Path prefix for Trending articles is from the MindTouch API
      • We recommend using "/@api/deki/pages/popular"
    • User - user name for account
    • Key
    • Secret
  • Contact the 3rd party provider to ensure all the fields have the expected entries


        MindTouch, KBA, Knowledge Base Integration, Agent Desktop , KBA , mindtouch , configure knowledge base widget , LOD-CRM-SBS-AC , Agent Console Add-on , Problem


        SAP Cloud for Customer core applications 2208